Visitor
•
2 Messages
APPLE WATCH ACTIVATION ISSUES: 12 HOURS WASTED. CHANGE YOUR CARRIER SERVICE IF YOU HAVE AN APPLE WATCH.
Apple Watch Activation issue
I am beyond frustrated with the process of connecting my apple watch to xfinity mobile. I go through the pairing process and when adding cellular service get a message from xfinity saying "Uh-oh! something went wrong. We ran into a problem during the activation process and your information was not saved. Please restart activation. If this problem persists, contact customer support"
Well I've tried multiple times and the “Uh oh” problem persists. I called customer support early in the afternoon and we tried un pairing, erasing, and re pairing my watch. This did not work. I WAS TRANSFERRED FOUR DIFFERENT TIMES.. The new support person could not pickup where we left off, so again we tried the unpair/re-pairing again and it did not work. At this point I had been on for almost FOUR hours and the rep decided it was Apples problem. I went to the Apple store, Apple explained the phone was paired correctly and if the cellular service was not working it was an Xfinity issue. In fact they person mentioned that it isn't the first time they have dealt with this issue with an Xfinity user. It was 10 pm so I decided to go to bed and try again in the morning.
Today we went through the same process for an hour with Xfinity. The reps had little to no idea what they are doing. Reading from a flow chart, they asked me to repeat the same process every other rep asked me to do: Unpair, Reset Network Settings, RePair, try to activate. After about the 7th separate time I was told to do this, I refused. It wasn’t fixing the issue. I explained this multiple times and was put on hold. I was then told the issue was that I bought the watch directly from Apple and not Xfinity. That only Apple watches purchased from XFinity could use their cellular. I almost lost my mind. I mentioned the whole “Bring your own Apple Watch” section of advertising and information from Xfinity… “Please hold” After ANOTHER long period, I was again escalated to another rep. I don’t know where the reps are based, but most have pretty thick accents that make the discussion difficult. They try, but I have not been impressed by anyones ability to actually SOLVE this problem. Over half of this paragraph I copied from another customer’s experience over a year ago. Same exact experience… which doesn’t bode well. It might be time to revisit Verizon, they might have been expensive but I never had issues that couldn’t be quickly resolved there…
I just need my (Edited: Language please see Forums Guidelines) cellular CAPABLE!!!!!!! I AM CANCELLING MY XFNIITYMOBILE CS IF THIS DOESNT GET FIGURED OUT
CCAnna
Problem Solver
•
874 Messages
3 years ago
Thank you for taking the time to post to the community over Xfinity Forums. I am sorry to hear about your experience. We never want our customers to have the trouble you have had with the Apple Watch. I can't imagine the headache this has caused you.
Due to account security we have no access to Xfinity Mobile accounts here on social media. We ask that you reach out to them directly. The expert mobile team can be reached at 1-888-936-4968. They are available 24 hours/day, seven days/week. You can also reach out using this link https://www.xfinity.com/mobile/support. Scroll down to the bottom of the support page and click "Ask Xfinity".
This document may also provide you some support and help to get this resolved. The document lists the Apple Watches we support, and provides information about what we don't (For example: Family Mode). Also included is the step-by-step activation process https://www.xfinity.com/mobile/support/article/how-to-activate-apple-watch
Please reach out if you are unable to get in touch with the mobile team using phone and/or chat. Our team will be on standby.
0
0
screenname137
Contributor
•
295 Messages
3 years ago
We've had this issue with new Apple Watches - both times it was for Hermes watches or Titanium - things that weren't available from Xfinity. It can be solved but getting to the right person is not easy. And it can take days if not weeks, so a few hours into it is nothing. Here's my experience from a year ago:
"It took 8 business days for mine to go through the process and a couple of days to get the first call about it. Don't talk to the default support - they cannot help. Do not repeatedly pair / un-pair your watch - that's a waste of time. Do not call Apple. Do not go to the Xfinity store. You can do all of that, but none of it helps.
You must contact the team who can add your watch to the "inventory of legit watches" so that it can be activated. That entire process takes several days, but it does seem to work. I used a form (https://support.xfinity.com/svp-contact-form) to do it and now there's another topic where supposedly a phone number will get you to the right people. If they start asking to do any of the above things that don't work, then you aren't talking to the right people; the right ones know exactly what to do and they'll verify your watch IMEI and you won't need to do anything else until you get the email saying your watch is activated."
0
0